Download Philips Warranty policy Domestic Appliances

PHILIPS CONSUMER LIFESTYLE
Operating Guidelines - Warranty,
Product Returns & Repair Policy
Any question in regard to the policies and procedures contained in this
document should be addressed to the following:
For Warranty Policy and ASC Warranty Claims
Procedure
Philips Customer Care
(Philips Consumer Lifestyle Sector)
P.O. Box 58088
Newville 2114, South Africa
Email: [email protected]
Phone: 0861 333 541
For Retail Credit Returns Procedure
Philips Consumer Care
P.O. Box 58088
Newville 2114, South Africa
Email: [email protected]
Fax: 0866 364 741
Phone: 0861 333 541
Oct, 2015
This document replaces and supersedes all previous releases
Philips Consumer Lifestyle Warranty Policy ver 4.2 20Oct15
Page 1 of 8
PHILIPS CONSUMER LIFESTYLE ................................................................... 1
Operating Guidelines - Warranty, Product Returns & Repair Policy................... 1
The Philips Warranty ............................................................................................ 3
Warranty Periods:............................................................................................... 3
Dealer Demo/Floor Stock .................................................................................. 3
Lack of Proof-of-Purchase ................................................................................. 3
Warranty Repair Eligibility ................................................................................ 4
Philips International Warranty .............................................................................. 4
Exceptions to the International Warranty: ......................................................... 5
Product Repair & Returns ..................................................................................... 5
14 (Business) days credit / exchange & CPA obligation ................................... 5
15 (Business) days repair turnaround obligation – (RTE, Repair Time Elapse)
............................................................................................................................ 5
Change of mind Returns and Refunds ............................................................... 6
Over the Counter Exchange Policy (OCX) ........................................................ 6
Warranty exclusions.............................................................................................. 6
Product Failures outside of the Philips Warranty Period...................................... 7
Retail buy-out Warranty ..................................................................................... 7
Extended Warranties / Service Contracts .......................................................... 7
Economics of Repair (Out of Warranty Period) ................................................ 7
Contact Details ...................................................................................................... 8
Philips Consumer Lifestyle Warranty Policy ver 4.2 20Oct15
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The Philips Warranty
The Philips Warranty is set internationally and generally by Philips at Two years which may vary
dependent on product category & promotional/marketing activities from consumer’s date of purchase.
Several product categories may carry a different within-country warranty period brought about by
market dynamics and marketing activities. Therefore, when a consumer is purchasing a product with a
longer warranty period, they are in effect getting an extended warranty for this extra period of time
within the country of purchase only.
The Philips Warranty is applicable to new product sales and to the end-consumer only in possession
of a proof of purchase document. It is not a warranty against stock in trade, demonstration stock,
refurbished stock, returns, damage clearance or similar stock.
Philips does however honour a limited warranty with respect to dealer stock described in the
document herewith below.
This Warranty policy only covers products sold and supplied by Philips South Africa Pty Ltd
Warranty Periods:
Table A: For Domestic use:
Product Category
Personal Care (Male Grooming & Beauty)
Domestic Appliance (Kitchen Appliance & Garment Care)
Saeco / Philips (Coffee)
Table B: For Commercial use:
Product Category
Personal Care (Male Grooming & Beauty)
Domestic Appliance (Kitchen Appliance & Garment Care)
Saeco / Philips (Coffee)
Period
2 Year
2 Year
1 Year
Period
1 Year
1 Year
Not For Commercial
use
All the abovementioned periods are covered by both spare parts and labour and are applicable from the
end-Consumer’s date of purchase.
Dealer Demo/Floor Stock
Dealer Floor Stock warranty will be accepted where the product has failed within the period as
indicated in the above Commercial Use table (Table B).
•
•
Repairs submitted to ASCs must indicate that they relate to stock units
A copy of the delivery docket or Philips invoice to the retailer for the product must accompany
the warranty repair
Where the retailer is unable to provide a copy of the delivery docket or Philips invoice, then the
warranty period shall be limited to the date of manufacture (as determined from the serial number)
plus the applicable period listed in the Commercial Use table (Table B) above, plus twelve weeks.
Outside of this period, if a product fails and has not been sold, it is not classified as a warranty repair
and repair cost will be for the retailer’s account. Philips will however honour a Warranty period of 3
months from date of sale for Dealer Floor Stocks sold outside table B.
Lack of Proof-of-Purchase
Philips Consumer Lifestyle Warranty Policy ver 4.2 20Oct15
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It may arise that products were sold into a commercial environment or for domestic use under certain
circumstances such as gifts where the proof of purchase is often difficult to ascertain. In such
circumstances, the age of the product from the date of manufacture (as determined from the serial number)
will determine warranty eligibility as follows:
Table C: For Domestic Use
Product Category
Personal Care (Male Grooming & Beauty)
Domestic Appliance (Kitchen Appliance & Garment
Period of Warranty from Date of Manufacture
2 years plus 12 weeks*
Care)
Saeco / Philips (Coffee)
1 year plus 12 weeks*
Table D: For Commercial Use
Product Category
Period of Warranty from Date of Manufacture
Personal Care (Male Grooming & Beauty)
Domestic Appliance (Kitchen Appliance & Garment
1 Year plus 12 weeks*
Care)
Saeco / Philips (Coffee)
Not for Commercial use
* The extra 12-week pipeline allows for shipping time of the product from factory to purchaser
Where there is any doubt as to whether the product is covered by the warranty, please contact Philips
Customer Care Centre, who will then advise whether or not the product will be covered. Ensure you
have the correct product model & serial number details at hand.
Warranty Repair Eligibility
To entitle a successful warranty repair, a consumer must return to the retailer or contact a Philips
appointed ASC (Authorised Service Centre) only, and produce:
•
•
An Invoice or sales docket showing positive proof of purchase
Complete product
Note: In some circumstances the customer may not have a proof of purchase for a legitimate reason e.g. the product
was a prize or gift. Where this is the case the age of the set from the date of manufacture will determine eligibility
under the warranty as per the table C and D. Failure to supply some of the accessories with the product for repairs
may result in a delayed Turn-Around-Time and restrict a successful repair
If you are unsure of the nearest Philips ASC, please contact the Philips Customer Care Centre
(086 108 4456) or visit the ASC locator on the Philips web-site www.philips.co.za
Philips International Warranty
The Philips International warranty which applies to products purchased outside South Africa is for a
period as referred to in Table A and B from consumer’s date of purchase.
Warranty repairs will be accepted for products purchased by the owner whilst he/she was abroad,
providing the claimant attaches a copy of the sales receipt and stamped warranty card when
submitting the product for repair.
(The reason for both documents being required is due to the high level of grey imports that occur in
some overseas countries)
The International Warranty is not transferable and South Africa’s CPA is not applicable to products
purchased abroad.
For the repair claim to be accepted by Philips and in addition to the above, all purchase, product and
consumer details must be provided as is standard practice for locally marketed products.
Philips Consumer Lifestyle Warranty Policy ver 4.2 20Oct15
Page 4 of 8
After sales Service (during and after the Warranty period), is available in all countries where the
product is officially distributed by Philips. In countries where Philips does not distribute the product,
the local Philips Service organisation may also provide service although there may be a delay if the
appropriate spare parts and technical support/manuals are not readily available.
The sales receipt must clearly indicate the retailer’s name and address, the purchase date and
description of the product.
Exceptions to the International Warranty:
Some product categories are country specific and may not carry an international warranty as these
are market specifically produced.
The local country’s warranty conditions supersede the International Warranty.
Product Repair & Returns
Philips does not operate Philips-owned service repair centres. Therefore, after-sales repair products
must not be returned to Philips South Africa (Pty) Ltd. Repairs should instead be sent to the nearest
Philips appointed ASC only. Product returns require a pre-authorisation issued by Philips before any
returns are possible.
14 (Business) days credit / exchange & CPA obligation
The Retailer may either have a faulty product repaired or may exchange the product for the consumer
if faulty within 14 (Business) days of purchase.
For a retail credit claim perspective, the following criterion apply:
Product must be faulty, with original packaging, complete and all its accessories, within 14
(Business) days of purchase (proof must be supplied)
• Philips reserves the right to verify and test products including at dealer’s premises prior to
credit or replacement
• Product must be complete with all its components and / or accessories to qualify for full credit
• Shavers and Personal Care will not be exchanged and/or Credited if used due to hygiene
reasons but will follow a repair process instead
• Philips will arrange the return/collection of such faulty goods from the retail stores and for this
purpose RAV (Return Authorisation Voucher) reference will be supplied. The RAV reference
must be obtained directly from Philips only
• Credit will only be issued to the retailer if Philips is notified first, RAV reference issued and
once Philips and/or its representatives are in possession of the faulty product
• Credit Note must be received by Philips within 20 (business) days from customer
replacement/credit date, failing which, the retail claim to Philips will become stale and will no
longer be processed
• Unless the product is faulty, a 10% handling fee will be levied for all returns with open boxes
and/or broken seals in conformance with the CPA’s 10 (Business) day exchange provision
Note: products which are exchanged by the retailer in contravention of the above criteria will not be
accepted by Philips for credit
•
15 (Business) days repair turnaround obligation – (RTE, Repair Time
Elapse)
Philips Consumer Care via its appointed Authorised Service Centres (ASC), aims at a maximum of 15
(Business) day turn-around-time from ASC receipt date. (Exceptions with specific retail customers
may be in place)
Should this period be exceeded, Philips will exchange or credit the product upon mutual agreement
with Dealer. (Mutual agreement is to cover issued quotes and any warranty exclusions)
Philips Consumer Lifestyle Warranty Policy ver 4.2 20Oct15
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Under the CPA, between the period of 11 business days & 6 months (inclusive) from date of
purchase, consumers have the choice to have a product repaired, replaced or refunded by the retailer
if it does not comply with the provision of section 55 of the CPA. In order to establish and execute
consumers’ statutory right, a reasonable period of time is required to establish whether a product falls
foul of the implied warranty provision of section 55. Therefore, the standard ASC repair RTE process
will be followed during this period including the “consumer’s choice” which will accompany the product
and the proof of purchase.
Dealer shall ensure that the product is complete with packaging and all accessories by only
exchanging/replacing for the consumer what is returned (e.g. if only the product (no accessories and
packaging) was returned, then exchange the product only and use the new product’s packaging to
return a complete box to Philips)
Change of mind Returns and Refunds
Philips is not obliged by law to accept returns and refunds in the event of consumers returning goods
because they changed their minds unless a product has been purchased via a Philips direct
marketing channel.
Over the Counter Exchange Policy (OCX)
Faulty products priced under a retail value of R300 (subject to change) and applicable to the following
categories may be covered by a dealer OCX replacement warranty:
•
•
•
Hairdryers
Hair Clippers
Entry Level Irons
Philips and/or its ASC’s may not stock spare parts for products that fall under the OCX categories.
The onus is on the Philips dealer to replace the faulty product for the consumer and contact the
Philips Returns Department for replacement/credit.
Philips warranty exclusions apply to OCX and Philips Retail Credit Department must be contacted to
pursue the process and the issuing of the RAV reference.
Warranty exclusions
The warranty applies only to manufacturing faults and does not include any other service provided.
The warranty does not cover failures caused by but not limited to, any of the following:
•
•
•
•
•
•
•
•
Defective as a result of misuse, negligence or carelessness either in its use or storage (e.g.
failure to follow the instructions for using the appliance);
Defective as a result of improper installation, maintenance or repairs performed by
unauthorized persons, or which has been damaged during transport;
Defects not attributed to faulty workmanship, but rather to the wear and tear that occurs
during normal use of the appliance (such as, lime scale build-up and deterioration of parts
subject to wear, such as gaskets, grinder disks, water filters, shaver heads or blades);
Damaged by lightning discharges, power surge, humidity, fire, incompatible voltages, or any
other cause not objectively ascribable to the manufacturer
Defective as a result of improper or poor maintenance (in particular, if descaling is not
performed regularly and all components and connections are not cleaned properly)
Force Majeure, accidental breakage, transport damage and/or packing materials
Damage due to neglect, abuse or misuse, vermin infestation, liquid spillage, corrosion,
physical breakage of doors and/or flaps
Units considered as "No Fault Found " ("NFF")
Philips Consumer Lifestyle Warranty Policy ver 4.2 20Oct15
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•
Shaver Heads – This is a wear and tear item which is only covered under a replacement
warranty within 14 business days of purchase
Note (regarding Saeco/Philips (Coffee) appliance): Please be aware that the appliance settings
and calibrations (“e.g.” water temperature, fineness of grind) have been standardized for all countries;
therefore, we shall not accept claims in connection with the request to modify these settings.
In addition, no warranty claims will be accepted in the case of improper use and/or operation outside
the usage parameters stated in the directions for use, which explicitly exclude professional use.
Professional use is defined a use at a frequency that exceeds the normal, average domestic use for
which the appliance was designed.
Consumer responsibility for maintenance:
Consumers must maintain their Philips Saeco appliance according to user manual. Descaling is
recommended every 2-3 months. Failure to regularly descale the Philips Saeco appliance voids
warranty.
Product Failures outside of the Philips
Warranty Period
Retail buy-out Warranty
Some retailers may purchase the warranty from Philips and carry their own Warranty repairs and / or
product exchange for consumers. In such cases, consumers will return back to the retailer and point
of purchase for a product repair or replacement in the event of product failure during the warranty
period. The repair and return obligation under the CPA will be with the retailer.
Extended Warranties / Service Contracts
Extended Warranties, Service Contracts or similar such insurance type policies that offer the
consumer protection against breakdown of a product after the manufacturer’s warranty has expired
are widespread and generally available through most retail outlets.
At time of purchase or shortly thereafter, the consumer has the opportunity to decide whether or not
they wish to purchase this additional protection.
Is the product covered by any form of extended warranty or service contract or
similar?
If so, then any liability for repair / replacement costs lies with the company that sold the
contract covering the product. Therefore, Philips will not pay any costs towards repairs. The
company offering the contract does so on a commercial basis and should therefore take the
risk along with the reward.
If not, then the consumer has elected not to take such cover and therefore has made the
decision to take own risk. Once making this decision, then to pass on the cost of this decision
to another party is not deemed to be fair or reasonable. As such Philips will generally not
entertain any request for a financial contribution to repair costs.
Economics of Repair (Out of Warranty Period)
Product design is evolving so that circuitry is becoming more complex and modular. As such, these
modules can be expensive to procure for a repair.
Coupled with this, there is significant price erosion annually, so that new products generally can be
offered in the marketplace at a more competitive price than earlier models, or offer enhanced
functionality at a stable price.
These elements in combination with the age of the product can combine to question the economics of
a repair.
Philips Consumer Lifestyle Warranty Policy ver 4.2 20Oct15
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It can be that a decision to replace a product rather than to affect a repair is the more sensible and
cost effective approach, but only the owner can make this decision based on the facts to hand.
Where a consumer is considering such an option, Philips will offer advice and the possible option of a
pro-rata discount on a new product where the consumer decides to forgo the repair and choose an
upgrade.
This pro-rata discount is only made available where Philips considers the repair costs to be excessive
in relation to the normal purchase price of the product, and is fully satisfied that the product has such
a fault that renders it uneconomical to repair and section 56 of the CPA does not apply to the
transaction in question.
In such cases, Philips will deal directly with the consumer arriving at a mutually suitable arrangement,
albeit within Philips Consumer Lifestyle guidelines.
The Philips Warranty Policy is a “carry-in” Warranty. Effectively, the product will be delivered by
customer to the nearest ASC / Retailer. Please consult with your nearest ASC as some offer a no
charge collection and delivery service provided the dealer/store is within 25km radius from the ASC.
Contact Details
Function
Email
Philips Call Centre
Phone
086 108 4456
Spare Parts
Availability
Via Philips Appointed Authorised Service
Centres only. Call for the closest centre.
086 1084 456
Consumer Lifestyle
Sales Order Desk
[email protected]
+27 11 471 5701
+27 11 471 5532
Philips South Africa
Commercial
Product
Credit/Returns
Fax
+27 11 471 5000
[email protected]
0861 333 541
0866 364 741
Please note:
•
Technical repair support and spare parts may not be available for OCX (replacement) product
categories.
•
One page summaries are available for in-store guide purposes. (Contact your local Philips
representative)
•
If you need more information or if you have problems obtaining service, please visit
www.philips.co.za/support or contact the Consumer Care Centre
SOUTH AFRICA
Philips Consumer Lifestyle
Call Centre: 0861 084456
Email: [email protected]
www.philips.co.za/support
Philips Consumer Lifestyle Warranty Policy ver 4.2 20Oct15
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